Returns | Refunds | Privacy

RETURNS POLICY (including warranty against defects) 



All terms of this Returns Policy are to be read as being subject to law. Nothing in these Terms of Service is intended to modify, limit or exclude the Australian Consumer Law 2010 (Cth) and related legislation.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer laws

In this Returns Policy, references to law include the Australian Consumer Law 2010 (Cth) and its state equivalents. Visit the Australian Competition and Consumer Commission website or local fair trading websites for more information.

When we accept returns

We accept returns of our products in the following situations.

First, if required by law, including consumer guarantees.

Second and in addition, if all of the following circumstances apply:

  1. the product was purchased directly from us; and
  2. the product was not sold at less than full retail price; and
  3. the purchase was made within 30 days of the return; and
  4. you provide proof of purchase.

If your return is a return that we otherwise accept, we will accept the return regardless of whether the product is in new or used condition, whether the product is defective or not, or whether the product is with or without its original packaging.

Remedies for returns

Under law, you may be entitled to a refund or other remedy.

Otherwise and in addition, if we accept a return under this policy, we offer your choice of refund or free exchange.

Clinical returns

Our 100% EB GUARANTEE applies to clinical and retail sales, however the product MUST be sold at RRP of $49.95 to be eligible for a company refund. The clinic must provide the full refund to the patient, then Emily Braidwood will refund the clinic the cost price. We require confirmation of the patient receipt, refund and wholesale purchase order before a refund will be provided. 


This section is subject to the rest of this policy.

Gift cards have a 12 month expiry date from the date of purchase and are non-refundable. If you hold a gift card that you wish to use though has expired, please email

Where a return is to be exchanged and the product was marked as a gift when purchased and was shipped directly to you, you’ll receive a gift certificate in the value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver (and they will become aware or your return).


To make a return to us for any reason, please follow the returns procedure below:

  1. Email us You will receive an automated email asking you to provide some feedback regarding your return. Your request will be reviewed and at the completion of the process you will receive a return email with an RA number in the subject line. If you wish to exchange one item and obtain a refund for another, you will need to follow the process separately for each item you are returning.
  2. Sending returns:

When returning items, please specify your RA number on the outside of the package and enclose:

  • Your invoice plus the completed Return Form (included in your delivery)
  • The item(s) for return, including packaging
  1. Please return your items to PO BOX 5239, GREENWICH NSW 2065 AUSTRALIA

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will then notify you of the outcome of the inspection, ie, whether we accept the return.

If we accept your return, then we will refund or exchange in accordance with your choice, or perform any other remedy required by law. If we provide a refund, a credit will automatically be applied to your credit card or other original method of payment, within five days.

Without limiting your legal rights, if you are to receive a refund but haven’t received it yet, please first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at


To return your product, please mail your product to:

Emily Braidwood Pty Ltd


Subject to law, you will be responsible for paying for your own shipping costs unless they are refunded or exchanged because the returned product is defective. In the event of an exchange where the product is not defective, we will pay for shipping costs to you of the replacement products if you complete the feedback form referred to above. 

Depending on where you live, the time it may take for any exchanged product to reach you, may vary. We will keep you informed via email on the tracking of the package where possible. 

If you are shipping an item with a value exceeding a material sum, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item where we have supplied the products to the shipping company to be shipped.


The person giving this warranty is:

Emily Braidwood Pty Ltd






When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: With your express or inferred permission, we may send you emails about our store, new products and other updates.

We will not sell your information to third parties.



How do we get your consent to collect personal information?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If, after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at or mailing us at: Emily Braidwood Pty Ltd PO BOX 5239 Greenwich 2065 NSW, Australia, or by using an unsubscribe mechanism on a communication that we send you.


We may disclose your personal information if it is for the primary purpose for which we collected it or if you otherwise consent or if we are required by law to do so or, subject to law, if you violate our Terms of Service.


Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is collected and stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server in the United States of America behind a firewall. While we do not disclose your personal information to Shopify, Shopify may access the information by reason of having collected it in the first place and holding it thereafter.  


If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.


In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.


When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.


To protect your personal information, we take reasonable steps in the circumstances to protect the information from misuse, interference and loss, and from unauthorised access, modification or disclosure..

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption.  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


Here is a list of cookies that we use. We’ve listed them here so you can choose if you want to opt-out of cookies or not.

_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visit.

_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

_secure_session_id, unique token, sessional

storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.


We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at or by mail at Emily Braidwood Pty Ltd

[Re: Privacy Compliance Officer]

[PO BOX 5239, Greenwich Sydney, NSW, 2065, Australia]

You can also contact the Australian Government Office of the Australian Information Commissioner at